Metro Customer's Charter July 2021 - Nexus
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Metro Customer’s Charter July 2021
Contents
1. Hello.................................................................................................................................... 4
2. Stay informed....................................................................................................................... 6
3. Tickets please........................................................................................................................ 7
4. On Metro............................................................................................................................11
5. Keeping to timetable...........................................................................................................13
6. Good to know.....................................................................................................................14
7. Contact us..........................................................................................................................15
2 3
1. Hello
Welcome to your Customer’s Charter Safe and secure
We want you to have a safe and comfortable journey on Metro, every There is no greater priority than safety.
time you travel. The safety of customers, employees, people on our property, anyone
Metro links communities, businesses and major gateways to our region; and everyone in and around Metro. We guarantee a minimum of 18
Sunderland, Newcastle Central Stations and Newcastle International staff on duty every evening and we will continue to invest in security
Airport. measures to ensure Metro customers feel safe. Our efforts in this area
have been recognised with accreditation to Safer Tram Stop Award.
Metro may be owned and managed by Nexus, but it is for you, the
people who live, work, study and visit Tyne and Wear.
Nexus is committed to giving customers the highest quality of service we Have your say
can, while providing value for money. We aim to run on-time, all of the Metro is for you, so tell us what we are doing well and what we could
time. improve:
As such, we are making a pledge to passengers that we will deliver • Catch up with Customer Service Managers as they engage with the
clean, safe, welcoming environments, both on our trains and in our communities we serve.
stations.
• Contact us on Twitter.
We will strive to:
• Telephone, email or write to our Customer Relations Team.
• Provide the best possible punctuality, reliability and customer service.
• Refund customers if trains are delayed more than 15 minutes than
We provide regular updates on our investment in the future of Metro,
advertised, whatever the cause.
including the Metro all change modernisation programme to renew and
• Give customers useful information quickly at all times. replace assets such as track, power lines and technology, and improve
• Innovate with new technology to support customers and Nexus access for all. Look out for advanced warnings when modernisation
employees. and maintenance could affect your journey - particularly if you are
travelling at weekends.
• Set high standards for cleanliness and maintenance throughout your
journey. This Customer’s Charter is our commitment to you. Thank you for
taking the time to read it.
• Listen to what passengers tell us, and use that to continually improve
the customer experience.
Martin Kearney
Chief Operating Officer
4 52. Stay informed 3. Tickets please
Who Contact details What Buying your ticket
Tyne and Wear Metro nexus.org.uk/metro All you need to know All stations have machines selling tickets for travel. You can buy single,
including ticket choices, day and weekly tickets or top up a Pop Pay As You Go card. Regular
maps, modernisation work travellers can also renew season tickets at Metro ticket machines or buy
and timetables.
online and collect at the stations validator or ticket machine.
Customer Relations customerrelations@nexus. Complaints, enquiries,
org.uk public transport We appreciate that sometimes it may not be possible to buy a ticket
information, journey before starting your journey. If that happens, please use a station Help
0191 20 20 747 planning, timetables and Point to tell us before you travel.
(Lines open Monday-Friday ticket sales and advice.
9.00am-5.00pm, excluding
bank holidays)
Children
Metro Twitter account @My_Metro Real time updates, travel
advice, offers and news. Children under the age of five, travel with an adult for free. Children
Metro Facebook /mymetrotw News and offers. aged five to 16 can buy Child single and DaySaver tickets for much less
account than the adult fare.
Nexus nexus.org.uk All you need to know
about transport in Tyne &
Concessions are also available for Tyne and Wear youngsters between
Wear. 5-15, who are entitled to an Under 16 Pop card, letting them travel in
National Rail nationalrail.co.uk For onward travel Tyne and Wear across all local public transport for a discounted fare.
connections. To find out more visit nexus.org.uk or call 0191 20 20 747.
03457 48 49 50
Why not sign up for regular travel alerts at nexus.org.uk/metro or follow
us on Twitter so we can keep you informed. Concessionary Travel
Before entering a stations prepaid area, please make sure you have the English National Concessionary Travel Pass holders can buy a Gold
correct ticket or a validated smartcard for your journey. Card which gives unlimited travel for a year on Metro after 9.30am
Monday to Friday and all day at weekends and on bank holidays.
Keep your ticket or smartcard handy, you’ll need it to open our
automatic ticket gates at stations or to show to staff during a ticket check. You can buy a Gold Card from any Metro station ticket machine by
Don’t forget that you need to touch in at the beginning of your journey touching your concessionary travel pass on the orange reader.
to validate your smartcard, and to touch out at the end of your journey. Details are available at nexus.org.uk/metro or by calling
0191 20 20 747.
6 7Refunds • Tickets purchased in error, money lost in ticket machines or if a
We always work hard to run our trains on time, but if they are delayed machine fails to give the correct change, can be refunded. Please
by more than 15 minutes than advertised, you can claim a refund: report it at a Help Point, email customerrelations@nexus.org.uk or
call 0191 20 20 747.
• For a delay of more than 15 minutes we will give you back the ticket
The above does not affect your statutory rights including any rights you may
price of the single Metro journey that was delayed.*
have under the Consumer Rights Act 2015.
• If you buy a ticket for a specific day and can’t use it due to train
For more information visit nexus.org.uk/metro/looking-after-our-
cancellations or service disruption we will refund the price you paid
customers/how-make-complaint, nexus.org.uk/metro/looking-after-
for the ticket.
our-customers/conditions-carriage-and-byelaws or contact Customer
Relations on 0191 20 20 747.
* Excluding Gold Card holders, Magpie Mover holders, Wear on Our Way
holders and when we advertise that your journey will take longer e.g. when
using the Metro replacement bus service during planned modernisation work. Penalties
Make sure you have a valid ticket or validated smartcard for your
We’ve made it easy to claim a refund, you can do this at nexus.org.uk or journey before you enter the pre paid area of a station. We check
by visiting nexus.org.uk/metro/delay-and-repay. tickets regularly on trains and at stations throughout the day. Failure
to produce a ticket or validated smartcard when asked to do so by
Metro employees or the Police, will likely result in a £20.00 Penalty
Fare.
Claiming a refund - the small print
We aim to treat all refund claims with fairness. However, if you are not Check that your ticket is valid for the journey you want to make.
satisfied with the refund arrangements outlined you can appeal. We will
consider individual claims on their merits. Single tickets are valid for one continuous journey and for 90 minutes
from the time shown on the ticket.
• All claims must be made within 28 days of the delayed journey.
• You will need to provide a copy of your ticket or Pop card with your Smartcards can only be used when they are validated by touching in
claim. at the station you start your journey from. Remember to touch out at
the station where you finish your journey as this will make sure you
• Refunds are paid via cheque, but cash refunds can be obtained pay the correct fare for the journey you have made.
at South Gosforth Control Centre. Season ticket holders will be
refunded the value of a single ticket for the journey made. Ticket types and conditions are published on our website nexus.org.
• In line with the Consumer Rights Act 2015, if you have paid for your uk/metro.
ticket by credit/debit card and Metro is at fault for a delayed journey
of more than 15 minutes than advertised, if preferred, we will refund Sometimes issues with ticket machines or smartcard validators may
the cost of that single journey back to your credit/debit card. mean you’re unable to buy a ticket or validate your smartcard at
the station where you start your journey. If this happens, use a Help
Point on the station to let us know. Your name and the ticket machine
8 9number will be noted and then you will be able to begin your journey. There is a right to appeal against a Penalty Fare Notice. This must be
If you are asked to show your ticket on the journey, simply explain what done by writing, within 21 days (beginning with the day following the
happened and our customer service team will be able to confirm the day on which the Penalty Fare is charged) to: Penalty Services Limited,
details and issue you with a ticket. 12A Deben Mill Business Centre, Old Maltings Approach, Melton,
Woodbridge, Suffolk, IP12 1BL.
Everyone makes mistakes, but if you are found travelling beyond your
ticket’s validity, you could be liable for a Penalty Fare. Metro employees Or you can appeal online at penaltyservices.co.uk.
can also decide to report someone for prosection if they believe they are
deliberately avoiding paying for a journey.
4. On Metro
Customers with a season ticket riding out of their zone can also be We want everyone to be able to use Metro, whatever their needs. All of
charged a Penalty Fare. Season ticket holders can add a zone to their our stations have step free access from the street to the platform, while
normal product for one day at any Metro ticket machine. gaps between platforms and trains are generally small. This allows
people with wheelchairs to board without assistance in many cases,
People issued with a Penalty Fare Notice must either pay on the spot or though we can provide assistance if you need it.
within 21 days (beginning with the day following the day on which the
Penalty Fare is charged). Fail to do this and administrative charges will Accessibility and assistance
be added to the penalty and prosection may follow.
If an accessibility issue prevents you from using a station for any reason,
let us know via a Help Point or by telephoning 0191 20 33 666 and we
If you are not able to pay a Penalty Fare on the spot, you can pay in the
will try to arrange transport to the nearest accessible Metro station at no
following ways:
extra cost to yourself.
• By our online payments website payments.nexus.org.uk.
• Card payments can be made by calling our 24 hour automated We welcome independent travel by people with manual and powered
payment line 0191 814 7699. wheelchairs, but mobility scooters are not allowed on Metro trains,
stations or platforms for safety reasons. Manoeuvrability and design
• In person at the reception of the Metro Control Centre based at issues mean they are unsuitable for the confirmed space of stations and
South Gosforth, open Monday-Friday, 9.00am-5.00pm excluding trains, although lighter scooters may be folded and carried.
bank holidays. Please bring your original paperwork.
• By cheque. Send to Customer Relations, Metro Control Centre, We will provide a member of customer service to help you with
Station Road, South Gosforth, Newcastle upon Tyne, your journey at any station as long as you let us know with at least
NE3 1YT. four working hours’ notice. Telephone 0191 20 33 666 or email
assistance@nexus.org.uk. Some larger and busier stations have
customer service teams working at them during the day who can help
you.
10 11Train arrival information Cycle lockers can be booked for by calling Customer Relations on
Station electronic display screens show the time you’ll have to wait for 0191 20 20 747.
the next four trains and station announcements provide the destination You can carry folding bikes with you anywhere on Metro - but make
as the trains arrive. sure you fold and carry them before entering the station. We want to let
people take standard bikes with them on parts of the system when this is
Audio and visual displays on board announce the next station and possible, but we are still carrying out trials - information on where and
highlight interchange points. Announcements on trains will normally be when you can take a standard bike on Metro can be found at
automated but may be made by the driver as well. nexus.org.uk/metro/useful-information/bikes-metro.
Nexus can accept no responsibility for any loss or damage to bikes.
Changes to service
We will keep you informed about changes to services, whether these
Alcohol and smoking
are caused by planned work on the system or are due to unexpected
problems on the day. We don’t allow you to drink alcohol or carry open alcoholic drink
containers on Metro. We acted on feedback from customers to make
Any planned changes to service, for example when we have engineering
Metro an Alcohol Exclusion Zone, which means police have the power
work, will be advertised at least seven days in advance of the work
to stop people drinking and confiscate anything containing or believed
including details of the replacement bus service. You will find details
to contain alcohol. Smoking, including the use of electronic cigarettes is
of the changes to service on posters at affected stations, via station
banned throughout Metro stations and trains.
announcements and displayed on the station electronic display screens.
We also put details on our website and on Twitter.
If changes are unplanned and happen on the day we will place 5. Keeping to timetable
information on the station display screens and make announcements at Train reliability and performance
stations together with using our website and social media channels to We aim for the highest levels of reliability and performance and we
keep you updated. measure punctuality performance against the timetable. We publish
If you need to contact us during your journey you can message us on the results every four weeks on our Performance posters at stations and
Twitter or call us by using one of the station Help Points to speak to a online at nexus.org.uk/metro.
member of the customer service team for help or advice.
Bikes on trains Customer satisfaction survey
There is bike parking at or close to all Metro stations - in city centres this The Customer Satisfaction Survey helps us understand what customers
may be racks on the street. think about our service. This large and independent survey is taken
Most stations have secure Streetpod parking and some have smart each year where we ask about 2000 customers how they think we’re
lockers. For details visit nexus.org.uk/cycle. doing against categories of satisfaction. We publish the results on our
Performance posters at stations and online at nexus.org.uk/metro.
12 136. Good to know If you lose something on a train or at a stations, contact Customer
Relations as soon as possible on 0191 20 20 747.
Take care If you find a lost article on the Metro then please hand it to a member of
Using Metro is safe and convenient but there are a few areas where we staff.
should all take a little extra care: Anything found or handed in can take up to two working days to be
• Don’t attempt to board or leave a train when or after the door delivered to Lost Property. If it is possible to identify the owner of the lost
warning tone has sounded. Rushing to get to a closing door may item we will endeavour to contact them. Items are retained for three
cause an accident. months before being offered to charities where possible.
• On escalators stand to the right, face the direction of travel and Property can be reclaimed from the Metro Control Centre at South
hold onto the handrail. Please avoid taking large items of luggage Gosforth Metro station. There is a small charge for reclaiming lost
onto the escalator and never take pushchairs or wheelchairs on an property, we’ll confirm the amount when you contact us.
escalator, always use the lift of station ramp.
• If it’s windy, raining or snowing please take additional care when 7 Contact us
travelling. If the weather is hot, carry water with you to stay Comments, feedback and complaints
hydrated.
We want to know what you think about Metro whether your opinion is
good, bad or indifferent. All feedback helps us improve our service.
Security If a complaint is received, we will resolve the issue as quickly as possible.
We want every journey you have to be enjoyable and stress free and we The fastest way to receive a response is by email or telephone, but postal
are committed to providing a safe secure Metro system. correspondence and pre-printed Customer Feedback forms are very
We work closely with two police forces which we pay to provide welcome. We are proud to be a responsive, responsible organisation
dedicated patrols and support our employees. British Transport Police and it’s our target to reply to 95% of all letters within ten working days
(BTP) look after the Sunderland line from Pelaw to South Hylton and and emails within five working days.
Northumbria Police look after the rest of the Metro system. Our Complaints Handling Procedure is available at nexus.org.uk/metro
Policing and customer service activity is planned at joint task meetings and from Customer Relations on 0191 20 20 747.
based on feedback from staff and customers and what large local If a complaint relates to other transport operators, we will forward
events are taking place. details to them and provide you with a contact. If you would prefer for
your complaint not to be forwarded, please let us know.
Lost property
It’s an awful feeling when you realise you’ve left something on the train.
We will do all we can to reunite you with your lost possession.
14 15If you’re not satisfied Useful phone numbers and email addresses
We will always do our best to resolve problems straight away, but if
you are unhappy with our first response, please tell us and a manager In an emergency 999
will look at your case again. We will reply with our findings which will Police, Fire Service and
include the name of the manager involved in the investigation. Ambulance
If you remain unhappy with our response you can contact the Rail Police - Non emergency 101
Ombudsman. The Rail Ombudsman are there to help resolve on-going
complaints. It’s free to use their services and they are independent of At a Metro station Speak to a member of the
the rail industry. customer service team
Use a Help Point
Call or text to report an incident 0191 20 33 666
The Rail Ombudsman can be contacted through their website
railombudsman.org or in any of the following ways: On a Metro train
Call or text to report an incident 0191 20 33 666
Write to: FREEPOST - RAIL OMBUDSMAN
Telephone: 0330 094 0362 (Monday to Friday 9:00am–5.00pm) Customer Relations 0191 20 20 747
Textphone: 0330 094 0363 Open Monday-Friday, 9.00am- customerrelations@nexus.org.uk
5.00pm (excluding bank
Email: info@railombudsman.org holidays)
Twitter: @RailOmbudsman
Access Assistance 0191 20 20 747
0191 20 33 666
assistance@nexus.org.uk
Metro Lost Property 0191 20 20 747
Nexus 0191 20 20 747
16 17Northumberland West
Airport Bank Foot Fawdon Regent Centre Longbenton Benton Park Monkseaton
Callerton Kingston Wansbeck Four Lane Ends Palmersville Shiremoor Monkseaton
South Gosforth
Parkway Park Road Whitley Bay
Ilford Road
West Jesmond Cullercoats
Jesmond
Haymarket Chillingham Meadow Tynemouth
Newcastle City Centre
Monument Road Wallsend Howdon Well
St James
Manors Byker Walkergate Hadrian Road Percy Main North Shields
Central Station River Tyne
Gateshead Felling Pelaw Jarrow Simonside Chichester
Hebburn Bede Tyne Dock South
Gateshead Heworth
Shields
Stadium Brockley Whins
Main Bus Interchange
Fellgate East Boldon Seaburn
Rail Interchange
Ferry (only A+B+C tickets valid) Stadium
of Light
Airport St Peter’s
River Wear
Park and Ride
Sunderland City Centre
nexus.org.uk/metro Sunderland
Pallion University
0191 20 20 747 South Hylton Millfield Park LaneYou can also read
